Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Modern Hire is just a scam, data-theft app that exists solely to mine and steal user data. Theyve tricked several employers here in ****, and I just had to tell a potential employer I would not be downloading and joining Modern Hire, as they are unsecured and asking for access to all my personal, confidential data. So MH just cost me a job. S**** them. Please shut them down, they are scammers.

  Business Response

  Date: 08/28/2023

  *************************
  BBB of *********
  **************************************************************************************************

  
  Re:          Customer Concern #********
  Dear *******************:
  Modern Hire, **** (Modern Hire) submits this response to your letter dated August 16, 2023, regarding the above-referenced Customer Concern (the Concern), which letter was received at Modern Hires offices (via email receipt) on August 17, 2023. Thank you for the opportunity to provide Modern Hires written verification of position in response to the Concern. As is detailed below, Modern Hire collects and processes limited personal data and maintains appropriate technical and organizational measures to protect and prevent unauthorized access to such data. Accordingly, Modern Hire believes that the Concern is without merit.
  About Modern Hire
  Modern Hire provides its clients with an intelligent, all-in-one hiring platform solution. Our technology helps our clients recruiters and hiring managers quickly and expertly identify best-fit candidates and automate workflows using our screening, interviewing, and assessment technologies.
  The BBB Customer Concern
  The Concern does not specify details, but according to Modern Hires records, the BBB customer who submitted the Concern (hereinafter referred to as the Candidate) had been invited by one of Modern Hires clients (our Client) to complete and submit an on-demand video interview for job role(s) with the Client. The Candidate claims that Modern Hire sought unlimited access to the Candidates personal confidential data with intent to mine and steal such data and absent information security safeguards.
  Modern Hires Response to the Candidates Specific Allegations
  Modern Hire adamantly denies the allegations made in the Concern, and responds to Candidates specific claims as follows:
  The Candidates Claim: Modern Hire is just a scam, data-theft app that exists solely to mine and steal user data.
  *********************** Response: Modern Hire denies the above claim. As noted above in About Modern Hire, Modern Hire provides the Client with an intelligent, all-in-one hiring platform solution. Modern Hires technology helps the Clients recruiters and hiring managers quickly and expertly identify best-fit candidates and automate workflows using Modern Hires screening, interviewing, and assessment technologies.  Modern Hires technology does not mine user data.
  The Candidates Claim: I just had to tell a potential employer I would not be downloading and joining Modern Hire, as they are unsecured and asking for access to all my personal, confidential data.
  Modern Hires Response: Modern Hire denies the above claim. Modern Hires services are provided by way of provision of access to a cloud-based hosted technology platform and download is not necessary in order to engage with the Modern Hire platform services. In fact, download is not permitted or available. All access is remote via a computer or mobile device. Further, ********************** collects and processes candidate data only as necessary to provide services to Client as needed to identify such candidate for the Client, and such collected data is generally limited to Candidate name, email and cell phone number. This limited scope of data collection is confirmed to be the case for the individual Client to which Candidate submitted his employment application . Modern Hire does not collect or process sensitive personal data of any kind, such as credit card or other financial information, social security numbers, drivers license numbers,  dates of birth or protected health information;and in fact prohibits the submission of any sensitive data. Finally, Modern Hires technology platform includes appropriate technical and organizational measures to protect data from unauthorized access, loss, and disclosure,including, without limitation, data encryption, physical and logical access controls, network security and virus and malware controls. Modern Hire is SOC2,Type2 and ISO ***** certified.
  For all of the reasons outlined above, Modern Hire believes that the Candidates Concern is without merit.
  We hope this information will resolve the Concern.
  Very truly yours,
  
  Modern Hire, ****
  

  
  

• Initial Complaint

  Date:01/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested to speak with a manager about a technical issue that occurred on the website which lead to a poor performance on my end. After speaking with several customer service agents I was informed that it would not be possible to speak with a manager and that the only person I would be able to speak with was phone support. There was no transparency about who was running the business or anyone with a title I could direct my question to. I was shut down with out any option of finding a solution except to accept their policy which I wanted to discuss with a supervisor. I never got an opportunity and was instead blamed for the situation and given a repeated canned answer until I was alienated and ignored off the phone. I would like for someone who is in charge of the business to call me and listen to me.

  Business Response

  Date: 02/06/2023

  I write on behalf of Modern Hire, **** (Modern Hire) in response to your letter dated January 20, 2023, regarding
  the above-referenced Customer Concern (the Concern), which letter was received at Modern Hires offices on
  January 25, 2023. Thank you for the opportunity to provide Modern Hires written verification of position in
  response to the Concern. As is detailed below, Modern Hire believes that it acted in good faith and did everything it
  could have reasonably been expected or was responsible to do to resolve the Concern.
  
  About Modern Hire
  
  Modern Hire provides its customers with an intelligent, all-in-one hiring platform solution. Our technology helps our
  customers recruiters and hiring managers quickly and expertly identify best-fit candidates and automate workflows
  using our screening, interviewing, and assessment technologies.
  The Candidate Concern
  
  On or around January 19, 2023, a candidate (the Candidate) who had completed and submitted an on-demand
  video interview for one of Modern Hires customers (our Customer) contacted *********************** client support to
  inform Modern Hire that she would like to reset her interview, so she could complete and submit it again. She
  explained that she wanted to reset her interview because there was a change in lighting during part of the interview
  due to a power outage.
  Under the terms of Modern Hires contract with the Customer, ********************** is not permitted to initiate resets
  without the Customers approval once an interview has been submitted, as was the case for the Candidates
  interview.
  Thus, a tier one Modern Hire client support representative who spoke with the Candidate on January 19 informed
  her that, based on the Customers policy, Modern Hire could not initiate a reset. The Modern Hire representative
  also encouraged the Candidate to reach out to her recruiter at the Customer to request a reset. The candidate would
  not accept this answer, however, and insisted that someone at Modern Hire initiate a reset for her. The Modern Hire
  client support representative also sent the Candidate a follow-up email, explaining again that, once an interview is
  submitted, Modern Hire cannot reset it without the Customers approval pursuant to the Customers policy, but
  again encouraged the Candidate to reach out to her recruiter to request a reset from the Customer.
  To *********************** knowledge, the Candidate did not reach out to her recruiter or otherwise contact the Customer to
  request a reset. Instead, the Candidate called Modern Hires client support service line again and asked to have her
  concern escalated to a manager. The tier two client support representative with whom she spoke again informed
  her that, in accordance with the Customers policy, Modern Hire could not reset interviews that had already been
  submitted without the Customers approval. Laterthat afternoon, the Candidate sent Modern Hire an email, again
  insisting that Modern Hire reset her interview and that her concern be escalated.
  
  *************************, BBB of *********
  February 3, 2023
  Page 2
  
  The following morning, on January 20, a lead from Modern Hires client support team responded by email and again
  explained that, once a video interview is submitted, Modern Hire could not reset it pursuant to its Customers policy.
  The client support lead also provided her with information about how to contact the Customerso she could request a
  reset from them.
  The Candidate responded by email asking that that lead call her. The lead immediately attempted to call her at the
  number she provided (which was a wrong number) and at the number she had called from with her initial concern
  (which rolled to voicemail).
  The lead then emailed the Candidate, described his efforts to contact her, and again explained that, under the terms
  of its contract with its Customer, ********************** could not reset her interview.
  The lead also sent an email to Modern Hires Customer, informed the Customer of the Candidates concern, and
  asked the Customer if it would approve a reset. The Customer did not respond to this outreach . As such, and without
  Customer approval, ********************** was unable to reset the Candidates interview.
  
  Modern Hires Response to the Customers Specific Allegations
  
  In general, the Candidate alleges that Modern Hire failed to respond appropriately to her concern. Modern Hire
  adamantly denies that its responses to the Candidate were anything but appropriate, and responds to her specific
  claims as follows:
  The Candidates Claim: I have requested to speak with a manager about a technical issue that occurred on the
  website which lead [sic] to a poor performance on my end. After speaking with several customer service agents I
  was informed that it would not be possible to speak with a manager and that the only person I would be able to
  speak with was phone support.
  Modern Hires Response: Modern Hire denies that the Candidate complained about a technical issue that
  occurred on [Modern Hires] website. ******, the candidate complained that, due to a power outage at her home,
  there was a change in lighting during one section of her interview, which she believed impacted her interview
  performance. Modern Hire also denies that the Candidate was told she could not speak to a manager and co uld speak
  only with phone support. Rather, she was informed thatin accordance with Modern Hires contract with its
  ****************************** could not reset an interview that had been submitted, as hers had been, and encouraged her
  to reach out to her recruiter to request a reset.
  The Candidates Claim: There was no transparency about who was running the business or anyone with a title I
  could direct my question to. I was shut down without any option of finding a solution except to accept their policy
  which I wanted to discuss with a supervisor.
  Modern Hires Response: Modern Hire denies any lack of transparency. The Candidate was informed, multiple
  times, thatin accordance with Modern Hires contract with its ****************************** could not reset her
  interview, and Modern Hire repeatedly encouraged her to reach out to her recruiter to request a reset. In addition, her
  concern was escalated first to a tier 2 client support representative and then to a client support lead, who reached out
  to her by email and attempted to contact her by phone.
  The Candidates Claim: I never got an opportunity and was instead blamed for the situation and given a repeated
  canned answer until I was alienated and ignored off the phone. I would like for someone who is in charge of the
  business to call me and listen to me.
  Modern Hires Response: Modern Hire denies that the Customer was not given an opportunity to escalate her
  concern and denies that she was blamed for the situation. Again, the Candidate was informed, multiple times, that
  
  *************************, BBB of *********
  February 3, 2023
  Page 3
  
  in accordance with Modern Hires contract with its ****************************** could not reset her interview, butshe
  was encouraged to reach out to her recruiter at the Customer to request a reset. In addition, her concern was
  escalated from tier one, to tier two, to a client support lead, who reached out to her by email and attempted to contact
  her by phone (but she did not answer his call or respond to her voicemail). In addition, Modern Hire took the
  affirmative step of contacting its Customer on the Candidates behalf to inform its Customer of her request for a
  reset, a reset which Modern Hire could notby contractinitiate without the Customers approval. As such,
  Modern Hire denies that it alienated, ignored, or failed to call or listen to the Candidate. Rather, Modern Hire
  listened to her concern, emailed and attempted to call her, encouraged her multiple times to reach out to her recruiter
  (the person who could actually address her concern), and went above and beyond by affirmatively reaching out to
  the Customer on her behalf.
  For all of the reasons outlined above, Modern Hire believes that it responded promptly and in good faith by doing
  everything it couldwithin the constraints of its contractual obligations to its Customerto resolve the Candidates
  concern. This includes by explaining (in multiple communications) why it could not reset her interview, advising her
  (in multiple communications) to reach out to her recruiter at the Customer to address her concern, and also by
  affirmatively reaching out to their Customer on her behalf.
  We hope this information will resolve this dispute. However, please do not hesitate to contact me if you have any
  questions or need additional information.
  Very truly yours,